We moved from NYC to SF with these guys and selecting them may be the biggest mistake I have ever made. They are scam artists.
Our goods were picked up in Queens on Aug. 27. Though our service rep James said Quest was a moving company and not a broker, another moving company picked up our goods - Economic Moving Company. They said our cubic feet were allegedly over estimate by more than 200 cubic feet. I paid more than $1K what I was quoted at time of booking.
After weeks of calling and not having my calls returned, on Sept. 26, a man called from Quest and told us to expect delivery on Sept. 27, but no driver ever arrived and the company would not return calls. Days later, the company only told the delivery was cancelled when I threatened to report the shipment stolen.
As of October 5, 2018, 24 days had passed since the beginning of our 3-21 business day delivery window. As of that day, Quest Moving LLC could provide no schedule or estimated timeline for our delivery.
The last communication of any kind with Quest was on Saturday, Sept. 29, when customer service representative Whitney Wade said it would likely be delivered that following week. That did not happen.
We learned our goods were being kept in a warehouse in LA. Because Quest had no idea when our goods would be delivered and had stopped returning our calls (and completely lost our trust,) we flew to LA, rented a UHaul and took the goods from the warehouse ourselves on Oct. 5. The warehouse would not release our goods without paying the remaining balance, but hey, at least we got our stuff.
One dresser, filled with clothing, was missing altogether. Many other items were broken including out flatscreen TV. Our shipment included items belonging to other people. Quest has still never returned our calls.
We have filed complaints about Quest with the BBB, US DOT and the inspector general, and have consulted with a plaintiff's attorney regarding future steps. We filed a moving claim for the refund and missing items with their claims provider, MovingClaims.net. That claims provider reported to us on December 11, 2018 that Quest had terminated their relationship and our claim was terminated. Quest's phone numbers now go to a new company called Moving Relocation Systems and their website no longer exists. I assume this is their company under a new name - the phone system is identical - and they are also not returning my calls to find out their new claims provider.
Quest moing lied from the beginning. They told us they werent a broker. Picked up our stuff on 8-28-18 in PA to head to Florida. It is now 10-4-18 and still nothing. They never answer the phone and if they call back they have no information. All of the calls seem to go to an Answering service. They qwuoted us one price then aded a cpouple of thousand dollars when thery picked it up. They alsomade us pay upfront which now we understand shouldnt be. We were told by one person our stuff was loaded on Tuesday and on its way finally then told by another person it wasnt loaded. We have spent a ton of money just trying to get by and now Afraid that all of our belonging we paid to have stolen. Would love to know what actions we can take to get this issue resolved
We contacted Quest Moving LLC on June 18, 2018 for an estimate on our move to Texas from California. I explained that I had one 10x20 and two 10x10 storage units that they would be picking up from. I explained that the 10x20 was about ¾ full one 10x10 was about ½ full and the other 10X10 was full, this included a large gun safe weighing approximately 1000lbs. They gave me an estimate of approximately $4000. This seemed a bit low to me so I asked if I could call him back and send pictures of the storage units so that he could see how full they were and adjust his estimate accordingly, he being the expert. I called back about an hour later after sending him the photos. He told me that he had received them and his new estimate was $4250 with discounts for early signing. Again, I thought this was a bit low but he’s the expert and I had sent him pictures of the units and gone over an inventory list with him. We also set a date for the movers to pick up our property. I had originally wanted July 5 but they said they were booked and it would have to be the 7th or 8th. I explained that would not work for us, that we were having appliances delivered to our new house in Texas and needed to drive there to receive them. He put me on the line with their transportation manager who guaranteed me that they would be there at 8am July 4 to pick up our property.
About a week before our move day I was contacted by a representative from Quests CA office to go over details and collect another deposit. They had both our storage unit address and new home address wrong. I asked about the estimate again stating I thought it was low for what we had, again explaining what we had and that I had sent pictures. They suggested that I buy more space at the discounted rate and if I didn’t use the space I would receive a discount. I agreed, just to be safe, after all there the experts. This increased my estimate by approximately $1200. We agreed to the terms and they said I would receive a call the day before our move.
July 4th, 8am came and went. No phone call on the 3rd, no phone call on the 4th. At approximately 10am I called their office, the person answered and was very apologetic and promised they would get back to me asap. At 12pm I called again, same response different person. I called again at 1pm, same response different person. I called for the forth time at 2pm, same response different person. Feeling very frustrated I went to there web site and found a contact email. I wrote a complaint and included the suspicion that I was being undercharged only to be grossly up charged later. I received a call back from a man claiming to be the manager in Florida by the name of Kris. He started off very hostile in my opinion trying to intimidate me. He explained that the “guaranteed” was just an estimate, that they had one or two days to complete the job. He went on to tell me that if there was more property then what I had told them that of course they would charge me at there normal rate. I explained what I had done, sending the pictures, filling out the inventory, explaining how large the storage units were. He was silent for a minute and calmed down considerably. I also told him about the date we wanted to move and the guarantee that was made because they could not do it on that particular date. He told me that all conversations were recorded and that if I were telling the truth about the conversation with his rep. that he would work with me on the finale price and that the movers would be there the next day on the 5th at 8am.
July 5th we drove to the storage units at 7:30am just in case they were early. At 8:45am they finally arrived in a rental truck. Not what we expected sense they told us they were not a broker but the moving company that would be handling everything. I opened up the doors to the storage units and the foreman was immediately concerned that the truck was not large enough for all our property. Eight hours later they had gotten everything but two items on the truck, including my safe. The left-over items were loaded into our van and the foreman had us sign the bill of lading with up charges that sent our total to $15,242. When the shock wore off he assured us that he had been in contact with his boss and the total would not be what was on the paper work, that I would get an email with the final paperwork and price. He asked when we would like our property delivered, we told him as soon as possible. He said the soonest would be three days from then, on the 8th. We said yes that would be great.
July 8th came and went with no contact. We were patient and waited three more days before contacting the company. They said they would look into it and get back with me. They got back with me stating my property was in their warehouse and that I would be contacted when it was being loaded and the approximate date of delivery. That it could take up too ten business days. On the tenth business day I contacted them again and told them we had had no contact about our property being delivered. They said they would check on it and asked when it was picked up. I told them and they said they had up too twenty business to deliver our stuff. I told them that this is the third variation of what I was told but they didn’t seem to care. I also asked for the paperwork they were supposed to send me with the total price and the balance of what I owed. The emailed me a copy of the paperwork the foreman had me sign and said that I would receive a $1500 discount because of my conversation with the manager in Florida. Not the discount that we were expecting, not even close. Our price went from $4000 to over $13000, but we felt trapped, they had our property and we needed it.
On the twentieth business day we received a call from the movers that they would be there the next day at approximately 8:30am. They explained that I needed to have the balance in cash or postal money order to hand them before they could start unloading. After deposits already paid through this hole ordeal the balance a was quoted was approximately $2300. The drive said my balance due was approximately $5500. I explained that was not what I owed and we both began contacting people. I finally got in contact with someone at Quest. She said she would look at everything and get back with me. She was true to her word, she told me there had been a mistake on my account and I now owed another $1000 over what I had been told bring the total owed on delivery to approximately $3300. I felt like we were paying ransom to get our property back. They contacted the driver and gave him the new total.
August 15th 9:30am the movers finally arrive and hour and a half late but finally our property is here. I took them through the house explaining where we wanted our things put. I got to the room where I wanted my safe and he responded by saying “they didn’t tell you”. Tell me what. They didn’t load the safe, it was too heavy and they couldn’t get it on the truck. At this point I’m furious, the sole reason for hiring a moving company and not doing it our selves was the safe. I call Quest and asked where was my safe, it should be on the truck, it’s not, why? She took my info and requested I give her two hours to find out what happened and she would absolutely get back to me. I should have known, I had heard that story many times before but I took her at her word. The next day I emailed my usual contact at Quest telling her what had happened and asked what was going on. She informed me that I had talked to Whitney, the manage, and that she had found my safe still in the warehouse and it would be on the first truck headed our way. I contacted them every two days asking what the status was and to report missing property. I was told nothing about the safe and that she would tell the transportation manager about the missing property. After two weeks I tried to contact them everyday with no reply. On August 4th I finally received an email from Whitney stating, again, my safe would be sent when the had a truck coming my way and that I needed to contact movingclaims.net to file a claim. I told her that I had been in contact with them for weeks about the missing property and was always told the transportation manager would be notified. Never anything about filing a claim. Of course no contact about that. I also told her their truck problem was not mine, I paid to have my safe here with my other property if they had a problem they need to fix it and get me my safe. No response.
It is October 1st and my safe has not been delivered as stated they would in their contract and no attempt to find my missing property. If this is not criminal it should be. The up-charging alone should send someone to jail and then leading people to believe they are looking for your property when what they are really doing is hoping to delay you until the deadline for filing a claim is up.
A number of non authentic reviews for this business originated from the same IP address and/or the same computer, which may mean that someone was trying to artificially manipulate this business's rating. Our review filter is still working, but this apparent effort to mislead visitors was big enough for us to take additional steps to notify consumers. Learn more about our filter. - This was found on the Movers Review Site I'm only putting one star because it made me give a star rating to post, otherwise it would be ZERO.
I started looking for a moving company in July for a move in August. While looking the rep from Quest continued to reach out by calling and emails and text. I decided to go with Quest as the price was reasonable. I did not like the fact that it would take up to 21 days however it was going to be worth it and the reason why we scheduled the move a week before we were set to leave.
We had our original date and a backup date for the next day. On the original date there was no call and no show. Not a big deal as we knew this could happen. The next morning I requested information and that afternoon was told that it was not going to happen as there were "truck issues". I was asked if the next day would be okay at a discounted rate.
On that Wednesday I contacted them to find out if I would be getting picked up because if I wasn't I needed to make other arrangements. Mind you I had already paid a deposit of $1371.00. I was told that it was not going to happen and that I would get a refund. I should see the refund in 3-5 business days. At the 6th day I was told I needed to go through pay pal for my refund.
I did this I was even sent a receipt from pay pal stating that Quest had sent the refund. It was never deposited into my account. I contacted pay pal and was told that while they did issue a refund the refund was then reversed by Quest. 2 months later I am still out the $1371 and I had to pay over $2000 for a U haul and the gas it took for that to move over 2000 miles.
While they provide upfront good customer service they are not ethical afterwards. I have not been able to get a response from them at all. Big Companies don't care about the money that average people are out.
Quest Moving, LLC. Reviews
We moved from NYC to SF with these guys and selecting them may be the biggest mistake I have ever made. They are scam artists.
Our goods were picked up in Queens on Aug. 27. Though our service rep James said Quest was a moving company and not a broker, another moving company picked up our goods - Economic Moving Company. They said our cubic feet were allegedly over estimate by more than 200 cubic feet. I paid more than $1K what I was quoted at time of booking.
After weeks of calling and not having my calls returned, on Sept. 26, a man called from Quest and told us to expect delivery on Sept. 27, but no driver ever arrived and the company would not return calls. Days later, the company only told the delivery was cancelled when I threatened to report the shipment stolen.
As of October 5, 2018, 24 days had passed since the beginning of our 3-21 business day delivery window. As of that day, Quest Moving LLC could provide no schedule or estimated timeline for our delivery.
The last communication of any kind with Quest was on Saturday, Sept. 29, when customer service representative Whitney Wade said it would likely be delivered that following week. That did not happen.
We learned our goods were being kept in a warehouse in LA. Because Quest had no idea when our goods would be delivered and had stopped returning our calls (and completely lost our trust,) we flew to LA, rented a UHaul and took the goods from the warehouse ourselves on Oct. 5. The warehouse would not release our goods without paying the remaining balance, but hey, at least we got our stuff.
One dresser, filled with clothing, was missing altogether. Many other items were broken including out flatscreen TV. Our shipment included items belonging to other people. Quest has still never returned our calls.
We have filed complaints about Quest with the BBB, US DOT and the inspector general, and have consulted with a plaintiff's attorney regarding future steps. We filed a moving claim for the refund and missing items with their claims provider, MovingClaims.net. That claims provider reported to us on December 11, 2018 that Quest had terminated their relationship and our claim was terminated. Quest's phone numbers now go to a new company called Moving Relocation Systems and their website no longer exists. I assume this is their company under a new name - the phone system is identical - and they are also not returning my calls to find out their new claims provider.
Quest moing lied from the beginning. They told us they werent a broker. Picked up our stuff on 8-28-18 in PA to head to Florida. It is now 10-4-18 and still nothing. They never answer the phone and if they call back they have no information. All of the calls seem to go to an Answering service. They qwuoted us one price then aded a cpouple of thousand dollars when thery picked it up. They alsomade us pay upfront which now we understand shouldnt be. We were told by one person our stuff was loaded on Tuesday and on its way finally then told by another person it wasnt loaded. We have spent a ton of money just trying to get by and now Afraid that all of our belonging we paid to have stolen. Would love to know what actions we can take to get this issue resolved
We contacted Quest Moving LLC on June 18, 2018 for an estimate on our move to Texas from California. I explained that I had one 10x20 and two 10x10 storage units that they would be picking up from. I explained that the 10x20 was about ¾ full one 10x10 was about ½ full and the other 10X10 was full, this included a large gun safe weighing approximately 1000lbs. They gave me an estimate of approximately $4000. This seemed a bit low to me so I asked if I could call him back and send pictures of the storage units so that he could see how full they were and adjust his estimate accordingly, he being the expert. I called back about an hour later after sending him the photos. He told me that he had received them and his new estimate was $4250 with discounts for early signing. Again, I thought this was a bit low but he’s the expert and I had sent him pictures of the units and gone over an inventory list with him. We also set a date for the movers to pick up our property. I had originally wanted July 5 but they said they were booked and it would have to be the 7th or 8th. I explained that would not work for us, that we were having appliances delivered to our new house in Texas and needed to drive there to receive them. He put me on the line with their transportation manager who guaranteed me that they would be there at 8am July 4 to pick up our property.
About a week before our move day I was contacted by a representative from Quests CA office to go over details and collect another deposit. They had both our storage unit address and new home address wrong. I asked about the estimate again stating I thought it was low for what we had, again explaining what we had and that I had sent pictures. They suggested that I buy more space at the discounted rate and if I didn’t use the space I would receive a discount. I agreed, just to be safe, after all there the experts. This increased my estimate by approximately $1200. We agreed to the terms and they said I would receive a call the day before our move.
July 4th, 8am came and went. No phone call on the 3rd, no phone call on the 4th. At approximately 10am I called their office, the person answered and was very apologetic and promised they would get back to me asap. At 12pm I called again, same response different person. I called again at 1pm, same response different person. I called for the forth time at 2pm, same response different person. Feeling very frustrated I went to there web site and found a contact email. I wrote a complaint and included the suspicion that I was being undercharged only to be grossly up charged later. I received a call back from a man claiming to be the manager in Florida by the name of Kris. He started off very hostile in my opinion trying to intimidate me. He explained that the “guaranteed” was just an estimate, that they had one or two days to complete the job. He went on to tell me that if there was more property then what I had told them that of course they would charge me at there normal rate. I explained what I had done, sending the pictures, filling out the inventory, explaining how large the storage units were. He was silent for a minute and calmed down considerably. I also told him about the date we wanted to move and the guarantee that was made because they could not do it on that particular date. He told me that all conversations were recorded and that if I were telling the truth about the conversation with his rep. that he would work with me on the finale price and that the movers would be there the next day on the 5th at 8am.
July 5th we drove to the storage units at 7:30am just in case they were early. At 8:45am they finally arrived in a rental truck. Not what we expected sense they told us they were not a broker but the moving company that would be handling everything. I opened up the doors to the storage units and the foreman was immediately concerned that the truck was not large enough for all our property. Eight hours later they had gotten everything but two items on the truck, including my safe. The left-over items were loaded into our van and the foreman had us sign the bill of lading with up charges that sent our total to $15,242. When the shock wore off he assured us that he had been in contact with his boss and the total would not be what was on the paper work, that I would get an email with the final paperwork and price. He asked when we would like our property delivered, we told him as soon as possible. He said the soonest would be three days from then, on the 8th. We said yes that would be great.
July 8th came and went with no contact. We were patient and waited three more days before contacting the company. They said they would look into it and get back with me. They got back with me stating my property was in their warehouse and that I would be contacted when it was being loaded and the approximate date of delivery. That it could take up too ten business days. On the tenth business day I contacted them again and told them we had had no contact about our property being delivered. They said they would check on it and asked when it was picked up. I told them and they said they had up too twenty business to deliver our stuff. I told them that this is the third variation of what I was told but they didn’t seem to care. I also asked for the paperwork they were supposed to send me with the total price and the balance of what I owed. The emailed me a copy of the paperwork the foreman had me sign and said that I would receive a $1500 discount because of my conversation with the manager in Florida. Not the discount that we were expecting, not even close. Our price went from $4000 to over $13000, but we felt trapped, they had our property and we needed it.
On the twentieth business day we received a call from the movers that they would be there the next day at approximately 8:30am. They explained that I needed to have the balance in cash or postal money order to hand them before they could start unloading. After deposits already paid through this hole ordeal the balance a was quoted was approximately $2300. The drive said my balance due was approximately $5500. I explained that was not what I owed and we both began contacting people. I finally got in contact with someone at Quest. She said she would look at everything and get back with me. She was true to her word, she told me there had been a mistake on my account and I now owed another $1000 over what I had been told bring the total owed on delivery to approximately $3300. I felt like we were paying ransom to get our property back. They contacted the driver and gave him the new total.
August 15th 9:30am the movers finally arrive and hour and a half late but finally our property is here. I took them through the house explaining where we wanted our things put. I got to the room where I wanted my safe and he responded by saying “they didn’t tell you”. Tell me what. They didn’t load the safe, it was too heavy and they couldn’t get it on the truck. At this point I’m furious, the sole reason for hiring a moving company and not doing it our selves was the safe. I call Quest and asked where was my safe, it should be on the truck, it’s not, why? She took my info and requested I give her two hours to find out what happened and she would absolutely get back to me. I should have known, I had heard that story many times before but I took her at her word. The next day I emailed my usual contact at Quest telling her what had happened and asked what was going on. She informed me that I had talked to Whitney, the manage, and that she had found my safe still in the warehouse and it would be on the first truck headed our way. I contacted them every two days asking what the status was and to report missing property. I was told nothing about the safe and that she would tell the transportation manager about the missing property. After two weeks I tried to contact them everyday with no reply. On August 4th I finally received an email from Whitney stating, again, my safe would be sent when the had a truck coming my way and that I needed to contact movingclaims.net to file a claim. I told her that I had been in contact with them for weeks about the missing property and was always told the transportation manager would be notified. Never anything about filing a claim. Of course no contact about that. I also told her their truck problem was not mine, I paid to have my safe here with my other property if they had a problem they need to fix it and get me my safe. No response.
It is October 1st and my safe has not been delivered as stated they would in their contract and no attempt to find my missing property. If this is not criminal it should be. The up-charging alone should send someone to jail and then leading people to believe they are looking for your property when what they are really doing is hoping to delay you until the deadline for filing a claim is up.
A number of non authentic reviews for this business originated from the same IP address and/or the same computer, which may mean that someone was trying to artificially manipulate this business's rating. Our review filter is still working, but this apparent effort to mislead visitors was big enough for us to take additional steps to notify consumers. Learn more about our filter. - This was found on the Movers Review Site I'm only putting one star because it made me give a star rating to post, otherwise it would be ZERO.
I started looking for a moving company in July for a move in August. While looking the rep from Quest continued to reach out by calling and emails and text. I decided to go with Quest as the price was reasonable. I did not like the fact that it would take up to 21 days however it was going to be worth it and the reason why we scheduled the move a week before we were set to leave.
We had our original date and a backup date for the next day. On the original date there was no call and no show. Not a big deal as we knew this could happen. The next morning I requested information and that afternoon was told that it was not going to happen as there were "truck issues". I was asked if the next day would be okay at a discounted rate.
On that Wednesday I contacted them to find out if I would be getting picked up because if I wasn't I needed to make other arrangements. Mind you I had already paid a deposit of $1371.00. I was told that it was not going to happen and that I would get a refund. I should see the refund in 3-5 business days. At the 6th day I was told I needed to go through pay pal for my refund.
I did this I was even sent a receipt from pay pal stating that Quest had sent the refund. It was never deposited into my account. I contacted pay pal and was told that while they did issue a refund the refund was then reversed by Quest. 2 months later I am still out the $1371 and I had to pay over $2000 for a U haul and the gas it took for that to move over 2000 miles.
While they provide upfront good customer service they are not ethical afterwards. I have not been able to get a response from them at all. Big Companies don't care about the money that average people are out.